IDEAS home Printed from https://ideas.repec.org/h/spr/prbchp/978-3-031-94487-1_44.html
   My bibliography  Save this book chapter

Building Healthcare Employees’ Internal Relationship Quality Through Internal Marketing

Author

Listed:
  • Frederico Ferreira

    (University of Trás-os-Montes and Alto Douro)

  • Ana Paula Rodrigues

    (University of Trás-os-Montes And Alto Douro (UTAD))

  • Carlos Rui Madeira

    (University of Trás-os-Montes and Alto Douro)

  • Marisa Lages

    (Instituto Politécnico de Bragança)

  • Pedro Miguel Gaspar

    (University of Trás-os-Montes and Alto Douro)

Abstract

Purpose: This study analyses the impact of internal marketing (IM) on job satisfaction, organisational commitment, organisational trust (internal relationship quality) and job performance of employees in a Portuguese healthcare institution. A conceptual model representing the relationships between these constructs is proposed and tested. Design/methodology/approach: The study adopted a quantitative approach through a questionnaire administered to a sample of 288 employees (nurses and operational assistants) of the healthcare organisation. Structural equation modelling was used to test the hypothesis relationships. Findings: There is a positive and significant influence of IM on job satisfaction, organisational commitment and trust. Job performance is positively and directly influenced by job satisfaction and organisational trust. There is no direct influence of IM on job performance; however, IM indirectly has a impact on job performance, mediated by internal relationship quality. Originality: To our knowledge, this is the first study that shows the prominent role IM plays in developing employees’ satisfaction, organisational commitment, and trust (internal relationship quality) in healthcare organisations. Empathy and consideration, benchmarking, quality of work, upward communication, value, information sharing, and promotional activity, which describe an organisations’ IM practises, can directly increase job satisfaction, organisational commitment, and trust and indirectly enhances job performance.

Suggested Citation

  • Frederico Ferreira & Ana Paula Rodrigues & Carlos Rui Madeira & Marisa Lages & Pedro Miguel Gaspar, 2025. "Building Healthcare Employees’ Internal Relationship Quality Through Internal Marketing," Springer Proceedings in Business and Economics,, Springer.
    • Handle: RePEc:spr:prbchp:978-3-031-94487-1_44
    DOI: 10.1007/978-3-031-94487-1_44
    as

    Download full text from publisher

    To our knowledge, this item is not available for download. To find whether it is available, there are three options:
    1. Check below whether another version of this item is available online.
    2. Check on the provider's web page whether it is in fact available.
    3. Perform a
    for a similarly titled item that would be available.

    More about this item

    Keywords

    ;
    ;
    ;
    ;
    ;
    ;

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:spr:prbchp:978-3-031-94487-1_44. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.